Guest Service Manager ??????

Financial Returns

Promotes inter-hotel sales and in-house facilities. Ensures front line staff complies with FIT marketing techniques and maximizes sales.

Analyses and approves discounts and rebates.

Analyses the rate variance report to ensure rooms revenue control.

Controls and monitors departmental costs on an ongoing basis to ensure performance against budget.

Works with superior in the preparation and management of the department's budget.

People

Reports directly to and communicates with the Front Office Manager on all pertinent matters affecting guest service and hotel operations.

Provides functional assistance and direction to all departments.

Cooperates, coordinates and communicates with other hotel departments as required.

Supports and assists Front Office personnel and all departments at peak periods.

Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff.

Guest Experience

Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel.

Responds to guest needs and resolves related problems.

Prepares welcome cards with General Manager Signature for VIPs and IHG® Rewards Club guests, ensures them receive special attention.

Assists Guest Relations in greeting, rooming, and sending off VIP guests.

Checks billing instructions and monitors guest credit.

Responsible Business

Inspects front of house and back of house regularly for cleanliness.

Coordinates with Security under any Emergency situation, being a part of Emergency Fire Team.

Checks and assists the P.S.B procedure.

Performs other duties as assigned. Takes action with the Property Management Systems (PMS) in emergency situation.

Fully conversant with all hotel emergency procedures.

Accountability

Assists FOM to manage and monitor the operation Front desk/Concierge/Guest service centre/Business centre/Club Intercontinental lounge, ensure every section under smoothly operation. Meanwhile organize the department training.

Have related working experience, College degree or above.

Have certain ability of English-speaking, listening, writing and reading.

Demonstrate awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines and ensure your direct reports do the same.

Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures.

Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly.

Initiate action to correct a hazardous situation and notify supervisors of potential dangers.

Log security incidents and accidents in accordance with hotel requirement.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.